CUSTOMER ACQUISITION
& RETENTION
& RETENTION
AN ICON CASE STUDY
THE CLIENT
An online vacation rental marketplace operating in 23 languages. With over 2 million bookable vacation rentals, the client connects homeowners with customers looking for alternatives to hotel accommodation for their vacation or travel needs.
SECTOR
Enterprise Property Management.
COOPERATION LAUNCH
April 2015
THE PROBLEM
The client needed to centralise segments of their customer acquisition and retention activity in order to: reduce their fixed costs, boost sales performance, and improve customer service levels.
A partner was required to manage growth and customers in the UK, France, Portugal, Spain, Netherlands, Scandinavia, Germany, Italy, the US and Brazil.
It was important that the Texas-based client had access to a workforce of native-level speakers covering all requisite languages within their footprint.
WHY ICON?
SCOPE OF WORK
TECHNICAL INFRASTRUCTURE
SOLUTION & RESULTS
4 %
improvement on the property listing target (2021)
21980 +
customers consulted (2021)
50450
properties optimised (2021)
- The client has increased market share in every market under ICON’s responsibility.
- ICON consistently outperforms the client’s other outsourced service locations.
- The client consistently scores ICON 9/10 on Net Promoter Score surveys.
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For a free consultation about how ICON’s outsourcing solutions can grow your business and care for your customers in their native language, please contact Julian Little from ICON’s New Business Team.
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